Job Description

Description

Who We are:

At Wagepoint, we're good people. Sure, maybe we're biased. But that's only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We're an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we "pull rabbits out of hats" for thousands of small business owners across Canada who rely on our payroll software to pay their employees and process their payroll taxes. And we're just getting started.

We're growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at High Level:

We're looking for a talented

Payroll Team Lead

who doesn't shy away from tackling hard problems and interesting (well, most times) subjects like payroll and HR technology. You'll lead the Payroll Support team's daily operations, helping ensure customers receive top-notch service while supporting team growth and performance. You will report directly to our

Payroll Manager

.

What You'll Be Expected To Own

Day-to-Day Team Operations:

Lead daily support team operations, mentor team members, and drive performance through regular meetings, reviews, and training.

KPI Monitoring & Reporting:

Track and report on team KPIs like resolution time, customer satisfaction, and identify areas for improvement.

Quality Assurance:

Audit customer interactions and deliver feedback with clarity and compassion, helping agents meet and exceed quality standards.

Training & Onboarding:

Design and execute training for new and current team members to ensure knowledge is up-to-date and aligned with Payroll Support values.

Customer Escalations:

Resolve complex customer issues and support the team in building effective de-escalation strategies.

Process Documentation & Improvement:

Maintain clear documentation and partner with leadership to identify and implement support process enhancements.

Team Support & Development:

Conduct regular check-ins, track performance metrics, and create development plans to foster team engagement and retention.

Resource Allocation & Scheduling:

Optimize scheduling and resource allocation to ensure service levels are met.

What You Bring To The Table

Payroll Knowledge: Strong to Expert (PCP certification required). 2+ years of experience with multi-provincial payroll processing. Experience in SaaS customer support/service environments. Excellent written and verbal communication skills. 2+ years of customer service experience. Strong proficiency with Google Suite. Ability to work independently.

Bonus points if:

You have experience with Accounting. You have prior supervisory experience in a similar environment.

What We Bring To The Table

Impact:

Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.

Culture:

The opportunity to work with the world's friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).

Growth:

Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.

Innovation:

Work in an environment that encourages creativity and new ideas.

Remote:

The ability to work from home, forever! Wagepoint is a remote company, so you don't have to worry about commuting to an office. Plus, more time with your pets is always a bonus!
Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!

About Wagepoint

Wagepoint is a simple and fast online payroll app, backed by the world's friendliest team.

The app is ideal for small businesses across North America (US & Canada) who are looking to pay their employees easily and quickly.

Next Steps:

If all the above feels right and proper, please don't feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together. If we believe you're a good match, someone from our team will reach out to schedule a call.

Psssst!

Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist!